FT Technical Support Specialist – Tier 2 (Seminaries & Institutes) presso CHC
CHC · Salt Lake City, Stati Uniti d'America · Hybrid
- Professional
- Ufficio in Salt Lake City
This full-time role serves as a Tier 2 Technical Support Specialist while leading knowledge and training initiatives for the Seminaries & Institutes of Religion (S&I) Online Help Center. The position combines technical troubleshooting expertise with a focus on knowledge sharing, end-user education, and documentation. In addition to resolving complex technical issues escalated from Tier 1, the Knowledge & Training Lead manages and grows Seminary and Institute’s online Help Center, ensures department-specific training resources are captured and accessible, and maintains the Tier 1 knowledge repository (ServiceNow). This role empowers end users, reduces reliance on escalations, and supports S&I’s global mission through technology.
This position offers a hybrid work schedule, with the expectation to work in the office one day per week.
Responsibilities
- Provide Tier 2-level support for escalated tickets via ticketing systems, virtual meetings, email, and phone.
- Troubleshoot and resolve complex technical issues related to applications, accounts, and systems using logs, error messages, and replication.
- Serve as a liaison between users, engineering teams, and Product Managers to ensure timely resolution, clear communication, and updated product resources.
- Manage and prioritize support tickets in alignment with service level agreements (SLAs).
- Document and escalate incidents clearly for knowledge sharing and technical resolution.
- Manage, maintain, and expand the S&I Help Center by creating, editing, and refining support articles, FAQs, and training resources.
- Collaborate with S&I departments to incorporate department-specific materials into the S&I Help Center.
- Maintain and improve the Tier 1 knowledge repository (ServiceNow) to ensure frontline support has accurate, updated resources.
- Develop and deliver training sessions, walkthroughs, and resource guides for end users, support staff, and other stakeholders.
- Support users through remote software updates, feature rollouts, and process changes.
- Participate in team syncs and foster knowledge-sharing initiatives across support tiers.
- Report and validate software bugs, assist in testing, and provide user-focused feedback to engineering teams.
- Perform additional duties and project-based assignments as directed by support leadership.
- Work with professionalism and divine guidance to support the Church’s mission through technology.
Qualifications
- 2–4+ years of experience in technical support, IT support, and/or knowledge/training-focused roles.
- Bachelor’s degree in Information Systems, Computer Science, Business Technology, Communication, Education, or related field (preferred).
- Strong technical troubleshooting skills across desktop, web, and cloud-based systems.
- Familiarity with system administration tasks, including software updates and account configuration.
- Experience managing knowledge bases or training content (e.g., Zendesk, ServiceNow, Confluence, SharePoint).
- Skilled in technical writing, documentation, and content creation for diverse audiences.
- Excellent written and verbal communication skills; able to explain technical concepts in clear, accessible language.
- Comfortable delivering live or recorded training sessions, presentations, or workshops.
- Proficiency with Microsoft Office, Teams, and Outlook.
- Self-motivated, organized, and effective in both collaborative and independent work.
- Ability to follow structured processes while innovating improvements for efficiency and user empowerment.
